Many of us have had to deal with unhappy customers as part of our business dealings, and it’s never easy. However, if we know what to say at the right time, the situation can usually be saved. In fact, we can even end up with a better relationship with our clients than before.
In this blog, we’ll explore how to deal with difficult customers and highlight some ways to achieve the best outcome for all concerned, so let’s look at some tips and techniques we can use to smooth things over and leave our customers feeling satisfied. At the same time, we can look at some strategies to attract new customers! Learn more below.
The Importance of Your Business Reputation
Your business reputation is vitally important and needs protecting at all costs. A grumpy customer can do untold damage by talking about a bad experience they have had with you and your business. Business-to-consumer (B2C) means a business relationship where a company’s customers are consumers, not businesses, and the B2C sale relies on the emotional feeling between a customer and a product. Even one bad review can have a devastating impact on your business, and once it’s out there, it can be difficult to reverse.
However, as you’re in business to serve your customers, you are likely to encounter an angry or upset individual at one time or another, and how you respond can make the difference between a customer who feels accepting of the resolution and one who would seek to ruin your reputation.
Some Tips on Coping with a Tense Situation
When you are confronted with an unhappy customer, you need to stay calm, and not take the complaint personally, as it is usually not you that they are upset with; it is your service or product that is at fault. Listening patiently can diffuse the situation, and from there you can acknowledge their complaint and apologise. Remember, whether you agree with their grievance or not, you need to express your regret for the inconvenience caused, your willingness to put things right, and mostly that you are taking their frustrations seriously.
Now you need to find a solution to make this problem go away, and one way to do this is to ask the customer what they feel should be done. In many cases, this is all they are looking for; an acknowledgement that there is a problem and an apology to cover their anger at the problem in question. This should result in providing some degree of satisfaction.
Strategies to Attract New Customers
What strategies are most suitable to employ when it comes to acquiring new customers and sustaining the ones you have? Having restored your relationship with your valued and loyal customer, it is a good time to continue to hone your skills in attracting new customers, and the simple aim of getting new customers is to treat them well. A loyal customer base is the foundation upon which your business is built, and this is where Bartercard can help to expand your business and your profits.
Attracting new customers is one of the main reasons business owners choose to join Bartercard each year. On average, members can expect a 10% increase in customers, which can also lead to extra customers in the cash economy.
Bartercard Can Help Your Business Build & Manage Your Relationships
The more customers you attract and convert, the more sales and growth for your business, so why not become a Bartercard member today to attract new customers through a unique market of buyers and sellers.